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Contact Center Manager - Mandarin
Teleperformance USAPenangMalaysia, Penang, Malaysia30+ hari lalu
Penerangan pekerjaanBachelor’s degree or equivalent diploma Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity Strategic thinker with strong analytical and problem-solving skills 8+ years of experience in operations, preferably in BPO / ITES industry 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment Excellent written and verbal communication skills Having high cultural awareness of political and social situations is a plus! Proficiency in English and multilingual is highly preferred (depends on the market assignment) Build a positive relation with Client in order to create new business opportunities Identify potential risks and opportunities of improvement in the process and suggest solutions
Responsibilities
- Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development).
- Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of service delivery issues including implementation of preventative measures.
- Transition management during set up phase or expansion phases.
- Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.
- Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement.
- Drive Operations teams to deliver continuous improvement and productivity / quality gains.
- Flag and escalate business risks timely to the Client teams.
Requirements
Preferred Requirements
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